Senior Technical Support Consultant - Remote

Overview

Visier is the leader in people analytics and we believe in a 'people-first' approach to business strategy. Our innovative technology transforms the way that organisations make decisions, allowing them to elevate their employees and drive better business outcomes. Embarking on an exciting new chapter in our growth story, we are looking for talented individuals who can help both Visier and our customers grow, evolve and win!

In Short

• Act as a product expert (technical and functional) for Visier’s SaaS product, services and platform.
• Provide quality and timely support to customers per the severity of the issue and the contractual Service Level Agreement (SLA).
• Explain platform behaviors and root causes in a clear and conceptual manner to enhance customer understanding.
• Work with enterprise, partners, and OEM customers to ensure they achieve their goals in a self-sufficient manner.
• Monitor all cases in our ticketing system and ensure timely resolution and closure.
• Provide consultation and guidance to customers for creating customizations efficiently.
• Create knowledge articles to resolve specific issues and promote understanding of workflows.
• Collaborate with Professional Services, Customer Success, Development and Product Management teams.

Requirements

• Minimum 5 years’ experience in a technical, customer facing support role.
• Post-secondary education in a related field, or equivalent.
• Strong knowledge of data, database management systems, and Business Intelligence tools (SQL, Tableau, Qlik, Power BI).
• Strong analytical and problem-solving skills.
• Experience gathering and writing requirements from customers.
• Experience supporting/troubleshooting browser-based software solutions.
• Excellent interpersonal and communication skills.
• Experience maintaining accurate customer interaction documentation.
• Efficient time management skills; ability to work under pressure.
• Ability to anticipate potential cascading effects of changes made within customer environments.
• Proven track record of working remotely.
• Hands-on experience using Issue Tracking/Management systems like ServiceNow and JIRA.
• Adaptable to new processes, methods and tools.

Benefits

• Competitive salary with bonus opportunities.
• Hybrid working model available.
• Collaborative team environment.
• Opportunities for professional growth and development.
• Supportive company culture that values learning and innovation.